THE THE ROLE OF AIRPORT SERVICE QUALITY: PERSPECTIVE FROM DEVELOPMENT OF THE TOURISM SECTOR
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Submitted
20 April 2024
Published
31 October 2023
Keywords:
-
Airport, Service, Quality, Tourism Sector, Satisfaction
Abstract
The airport serves as a vital gateway in the international tourism industry, acting as the first and last impression for tourists visiting a destination. High airport service quality plays an essential role in enhancing the overall tourism experience and significantly influences passenger perceptions and satisfaction levels. Service quality at airports not only affects passengers' immediate experiences but also shapes their future intentions to revisit or recommend the destination to others. This paper examines the multifaceted role of airport service quality within the tourism sector, underscoring key elements such as convenience, comfort, cleanliness, accessibility of information, and overall efficiency of services offered. In addition, the paper delves into the ways that improved airport infrastructure, effective information dissemination, and enhanced security measures can contribute to creating a positive travel experience and promoting tourism development. A qualitative research methodology is employed, with data collected from various online sources focusing on airport service quality and its impact on tourism growth. By improving these service factors, airports can play a proactive role in fostering tourism sector expansion, encouraging positive word-of-mouth, and ultimately positioning themselves as attractive entry points that elevate the reputation and desirability of a destination.
References
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Amanda Hanna Ramadhanty, W. S. (2022). ANALISIS KEPUASAN PENUMPANG TERHADAP KUALITAS PELAYANAN PROTOKOL KESEHATAN
DALAM PENERBANGAN RUTE DOMESTIK. Jurnal IPTA, 10(1). doi:http://dx.doi.org/10.24843/IPTA.2022.v10.i01.p02
Amina Sivac, A. K. (2016). THE CORRELATION BETWEEN SPATIAL PLANNING AND SUSTAINABLE TOURISM DEVELOPMENT: CASE STUDY OF BOSNIA AND HERZEGOVINA. The Journal of Tourism and Hospitality Management, 22-25. doi:https://doi.org/10.35666/25662880.2016.2.262
Andi Nurhayati, F. F. (2023). Analysis of Komodo Airport Development Potential in Supporting the Tourism Sector in Labuan Bajo. Jurnal Penelitian & Pengabdian Masyarakat Indonesia, 2(2). doi:https://doi.org/10.57235/aurelia.v2i2.698
Angelos Pantouvakis, M. K. (2016). Exploring Resident Versus Visiting Nationalities’ Perceptions on Airport Service Quality. Rediscovering the Essentiality of Marketing. doi:http://dx.doi.org/10.1007/978-3-319-29877-1_189
Cagri Bulut, S. A. (2020). Airport service quality: a reconceptualization and a practical application on the non-aeronautical services. Aviation, 24(4), 182-196. doi:http://dx.doi.org/10.3846/aviation.2020.13290
Cagri Bulut, S. A. (2020). AIRPORT SERVICE QUALITY: A RECONCEPTUALIZATION AND A PRACTICAL APPLICATION ON THE NON-AERONAUTICAL SERVICES. Aviation, 24(4), 182-196. doi:https://doi.org/10.3846/aviation.2020.13290
Chris Vassiliadis, R. B. (2008). Basic service quality dimensions in tourist destination planning. Journal of Tourism Challenges and Trends, 1(2). Retrieved from https://link.gale.com/apps/doc/A228717093/AONE?u=anon~884e007&sid=googleScholar&xid=ef01474a
Dawna L. Rhoades, B. W. (2000). Developing a quality index for US airports. Managing Service Quality, 10(4), 257-262. doi:http://dx.doi.org/10.1108/09604520010373136
Dr. M. Sangeetha, K. J. (2020). AN EMPIRICAL EVALUATON OF SERVICES PROVIDED TO IMPROVE THE QUALITY OF AIRPORT. International Journal of Creative Research Thoughts (IJCRT), 8(7). Retrieved from https://www.ijcrt.org/papers/IJCRT2007003.pdf
Dragan Pamucar, M. Y.-S.-P. (2021). Multi-criteria decision analysis towards robust service quality measurement. Expert Systems with Applications, 170. doi:https://doi.org/10.1016/j.eswa.2020.114508
Dragan Pamucar, M. Y.-S.-P. (2021). Multi-criteria decision analysis towards robust service quality measurement. Expert Systems with Applications, 170. doi:https://doi.org/10.1016/j.eswa.2020.114508
Ekkarat Suwannakul, S. K. (2023). How the Service Quality of Regional Airport Affects Tourist Satisfaction with Airport Services and Their Intention to Revisit Secondary Cities: An Exploratory Study. Journal of Quality Assurance in Hospitality & Tourism. doi:10.1080/1528008x.2023.2194704
Ekkarat Suwannakul, S. K. (2023). How the Service Quality of Regional Airport Affects Tourist Satisfaction with Airport Services and Their Intention to Revisit Secondary Cities: An Exploratory Study. Journal of Quality Assurance in Hospitality & Tourism. doi:http://dx.doi.org/10.1080/1528008X.2023.2194704
Fadjri Noor Ardiansyah, Y. Y. (2019). The Influence of Airport Service Quality toward Passenger Satisfaction. Proceedings of the 3rd International Seminar on Tourism (ISOT 2018).
Garg, C. P. (2020). Evaluation of the airport service quality indicators using fuzzy AHP framework: an Indian perspective. International Journal of Services and Operations Management, 37(3), 320-342. doi:https://doi.org/10.1504/IJSOM.2020.111033
Gatta, V. (2007). La qualit? e la customer satisfaction di un servizio aeroportuale: una metodologia da affiancare a quella tradizionale. RIVISTA DI ECONOMIA E STATISTICA DEL TERRITORIO, 137-159.
Ida Vajčnerová, K. R. (2014). Key Factors of Quality in the Sector of Tourism Services Providers: Case Study: Czech Republic. Acta Univ. Agric. Silvic. Mendelianae Brun., 62(6). doi: 10.11118/actaun201462061493
Kelley, S. (2023, 1 1). Improving Service Quality Measurement with Servqual: Evidence from Airport Industry. Lecture Notes in Electrical Engineering.
Lee, K. S. (2003). A STUDY ON THE DEVELOPMENT OF SERVICE QUALITY INDEX FOR INCHEON INTERNATIONAL AIRPORT.
Maria Grazia Bellizzi, L. E. (2020). Air Transport Service Quality Factors: a Systematic Literature Review. Transportation Research Procedia, 45, 218-225. doi:https://doi.org/10.1016/j.trpro.2020.03.010
Merkert, R. A. (2015). sing DEA models to jointly estimate service quality perception and profitability – Evidence from international airports. Transportation Research Part A: Policy and Practice Elsevier, 75, 42-50.
Mihail Aurel Țîțua, A. S. (2016). Measuring Service Quality in Tourism Industry. Procedia - Social and Behavioral Sciences, 221, 294-301. doi:http://dx.doi.org/10.1016/j.sbspro.2016.05.118
Milawaty Waris, S. A. (2022). Study Of Airport Development Through Smart Airport Concept Approach In Supporting National Tourism Strategic Area In South Sulawesi Province. IOP Conference Series Earth and Environmental Science. doi:http://dx.doi.org/10.1088/1755-1315/1117/1/012033
Milea, O.-M. (2012). Quality of Products and Services, Factors with Major Impact on Tourism Activity. Romanian Statistical Review Supplement.
Nur Izzati Ab Ghani, M. N. (2023). Examining Service Quality at the Destination Level: The Case of Malaysia. Journal of Tourism Management Research, 10(1), 1-14. doi:http://dx.doi.org/10.18488/31.v10i1.3230
Nur Izzati Ab Ghani, M. N. (2023). Examining Service Quality at the Destination Level: The Case of Malaysia. Journal of Tourism Management Research,, 1-14.
Parvinder Kour, A. J. (2020). UNDERSTANDING THE IMPACT OF AIRPORTSERVICE QUALITY ON PASSENGERS’ REVISITINTENTIONS AMIDST COVID-19 PANDEMIC. ENLIGHTENING TOURISM A PATHMAKING JOURNAL. doi:https://doi.org/10.33776/et.v10i2.4943
Pascu Emilia, N. P. (2012). Tourism Infrastructure – a Factor which Influences the Quality of Tourism Services. Ovidius University Annals, Economic Sciences Series, Ovidius University of Constantza, Faculty of Economic Sciences,, 468-471.
PREBEŽAC, D. D. (1997). THE QUALITY OF AIR TRANSPORT SERVICES IN FUNCTION OF IMPROVING THE TOTAL QUALITY OFTOURISM OFFER. Tourism and hospitality management, 3, pp. 381-392. doi:https://doi.org/10.20867/thm.3.2.13
Samir Lleshi, X. S. (2016). Application of Quality Management System in Tourism Sector in Kosovo. European Journal of Economics and Business Studies, 4(1). doi:http://dx.doi.org/10.26417/ejes.v4i1.p73-78
Seyanont, A. (2012). Passengers' perspective toward airport service quality at Suvarnabhumi International Airport. Journal of Society.
Thitinan Pholsook, W. W. (2023). A Three-Stage Hybrid SEM-BN-ANN Approach for Analyzing Airport Service Quality. Sustainability, 15(11). doi:https://doi.org/10.3390/su15118885
Thitinan Pholsook, W. W. (2023). A Three-Stage Hybrid SEM-BN-ANN Approach for Analyzing Airport Service Quality. Sustainability, 15(11). doi:https://doi.org/10.3390/su15118885
W, G. E. (2006). PERCEPTION OF SERVICE QUALITY: A CASE OF JOMO KENYATTA INTERNATIONAL AIRPORT. Business Administration and planning. Retrieved from http://erepository.uonbi.ac.ke:8080/xmlui/handle/123456789/21448
Wang Liao, X. C. (2022). Investigating differential effects of airport service quality on behavioral intention in the multi-airport regions. Research in Transportation Business & Management, 45. doi:https://doi.org/10.1016/j.rtbm.2022.100877
Wang Liao, X. C. (2022). Investigating differential effects of airport service quality on behavioral intention in the multi-airport regions. Research in Transportation Business & Management, 45. doi:https://doi.org/10.1016/j.rtbm.2022.100877
Wen-Hsien Tsai, H.-C. K. (2011). A hybrid approach for multi-criteria evaluation of airport service quality. International Journal of Services and Standards, 7(1), 78-94. doi:https://doi.org/10.1504/IJSS.2011.040643
Amanda Hanna Ramadhanty, W. S. (2022). ANALISIS KEPUASAN PENUMPANG TERHADAP KUALITAS PELAYANAN PROTOKOL KESEHATAN
DALAM PENERBANGAN RUTE DOMESTIK. Jurnal IPTA, 10(1). doi:http://dx.doi.org/10.24843/IPTA.2022.v10.i01.p02
Amina Sivac, A. K. (2016). THE CORRELATION BETWEEN SPATIAL PLANNING AND SUSTAINABLE TOURISM DEVELOPMENT: CASE STUDY OF BOSNIA AND HERZEGOVINA. The Journal of Tourism and Hospitality Management, 22-25. doi:https://doi.org/10.35666/25662880.2016.2.262
Andi Nurhayati, F. F. (2023). Analysis of Komodo Airport Development Potential in Supporting the Tourism Sector in Labuan Bajo. Jurnal Penelitian & Pengabdian Masyarakat Indonesia, 2(2). doi:https://doi.org/10.57235/aurelia.v2i2.698
Angelos Pantouvakis, M. K. (2016). Exploring Resident Versus Visiting Nationalities’ Perceptions on Airport Service Quality. Rediscovering the Essentiality of Marketing. doi:http://dx.doi.org/10.1007/978-3-319-29877-1_189
Cagri Bulut, S. A. (2020). Airport service quality: a reconceptualization and a practical application on the non-aeronautical services. Aviation, 24(4), 182-196. doi:http://dx.doi.org/10.3846/aviation.2020.13290
Cagri Bulut, S. A. (2020). AIRPORT SERVICE QUALITY: A RECONCEPTUALIZATION AND A PRACTICAL APPLICATION ON THE NON-AERONAUTICAL SERVICES. Aviation, 24(4), 182-196. doi:https://doi.org/10.3846/aviation.2020.13290
Chris Vassiliadis, R. B. (2008). Basic service quality dimensions in tourist destination planning. Journal of Tourism Challenges and Trends, 1(2). Retrieved from https://link.gale.com/apps/doc/A228717093/AONE?u=anon~884e007&sid=googleScholar&xid=ef01474a
Dawna L. Rhoades, B. W. (2000). Developing a quality index for US airports. Managing Service Quality, 10(4), 257-262. doi:http://dx.doi.org/10.1108/09604520010373136
Dr. M. Sangeetha, K. J. (2020). AN EMPIRICAL EVALUATON OF SERVICES PROVIDED TO IMPROVE THE QUALITY OF AIRPORT. International Journal of Creative Research Thoughts (IJCRT), 8(7). Retrieved from https://www.ijcrt.org/papers/IJCRT2007003.pdf
Dragan Pamucar, M. Y.-S.-P. (2021). Multi-criteria decision analysis towards robust service quality measurement. Expert Systems with Applications, 170. doi:https://doi.org/10.1016/j.eswa.2020.114508
Dragan Pamucar, M. Y.-S.-P. (2021). Multi-criteria decision analysis towards robust service quality measurement. Expert Systems with Applications, 170. doi:https://doi.org/10.1016/j.eswa.2020.114508
Ekkarat Suwannakul, S. K. (2023). How the Service Quality of Regional Airport Affects Tourist Satisfaction with Airport Services and Their Intention to Revisit Secondary Cities: An Exploratory Study. Journal of Quality Assurance in Hospitality & Tourism. doi:10.1080/1528008x.2023.2194704
Ekkarat Suwannakul, S. K. (2023). How the Service Quality of Regional Airport Affects Tourist Satisfaction with Airport Services and Their Intention to Revisit Secondary Cities: An Exploratory Study. Journal of Quality Assurance in Hospitality & Tourism. doi:http://dx.doi.org/10.1080/1528008X.2023.2194704
Fadjri Noor Ardiansyah, Y. Y. (2019). The Influence of Airport Service Quality toward Passenger Satisfaction. Proceedings of the 3rd International Seminar on Tourism (ISOT 2018).
Garg, C. P. (2020). Evaluation of the airport service quality indicators using fuzzy AHP framework: an Indian perspective. International Journal of Services and Operations Management, 37(3), 320-342. doi:https://doi.org/10.1504/IJSOM.2020.111033
Gatta, V. (2007). La qualit? e la customer satisfaction di un servizio aeroportuale: una metodologia da affiancare a quella tradizionale. RIVISTA DI ECONOMIA E STATISTICA DEL TERRITORIO, 137-159.
Ida Vajčnerová, K. R. (2014). Key Factors of Quality in the Sector of Tourism Services Providers: Case Study: Czech Republic. Acta Univ. Agric. Silvic. Mendelianae Brun., 62(6). doi: 10.11118/actaun201462061493
Kelley, S. (2023, 1 1). Improving Service Quality Measurement with Servqual: Evidence from Airport Industry. Lecture Notes in Electrical Engineering.
Lee, K. S. (2003). A STUDY ON THE DEVELOPMENT OF SERVICE QUALITY INDEX FOR INCHEON INTERNATIONAL AIRPORT.
Maria Grazia Bellizzi, L. E. (2020). Air Transport Service Quality Factors: a Systematic Literature Review. Transportation Research Procedia, 45, 218-225. doi:https://doi.org/10.1016/j.trpro.2020.03.010
Merkert, R. A. (2015). sing DEA models to jointly estimate service quality perception and profitability – Evidence from international airports. Transportation Research Part A: Policy and Practice Elsevier, 75, 42-50.
Mihail Aurel Țîțua, A. S. (2016). Measuring Service Quality in Tourism Industry. Procedia - Social and Behavioral Sciences, 221, 294-301. doi:http://dx.doi.org/10.1016/j.sbspro.2016.05.118
Milawaty Waris, S. A. (2022). Study Of Airport Development Through Smart Airport Concept Approach In Supporting National Tourism Strategic Area In South Sulawesi Province. IOP Conference Series Earth and Environmental Science. doi:http://dx.doi.org/10.1088/1755-1315/1117/1/012033
Milea, O.-M. (2012). Quality of Products and Services, Factors with Major Impact on Tourism Activity. Romanian Statistical Review Supplement.
Nur Izzati Ab Ghani, M. N. (2023). Examining Service Quality at the Destination Level: The Case of Malaysia. Journal of Tourism Management Research, 10(1), 1-14. doi:http://dx.doi.org/10.18488/31.v10i1.3230
Nur Izzati Ab Ghani, M. N. (2023). Examining Service Quality at the Destination Level: The Case of Malaysia. Journal of Tourism Management Research,, 1-14.
Parvinder Kour, A. J. (2020). UNDERSTANDING THE IMPACT OF AIRPORTSERVICE QUALITY ON PASSENGERS’ REVISITINTENTIONS AMIDST COVID-19 PANDEMIC. ENLIGHTENING TOURISM A PATHMAKING JOURNAL. doi:https://doi.org/10.33776/et.v10i2.4943
Pascu Emilia, N. P. (2012). Tourism Infrastructure – a Factor which Influences the Quality of Tourism Services. Ovidius University Annals, Economic Sciences Series, Ovidius University of Constantza, Faculty of Economic Sciences,, 468-471.
PREBEŽAC, D. D. (1997). THE QUALITY OF AIR TRANSPORT SERVICES IN FUNCTION OF IMPROVING THE TOTAL QUALITY OFTOURISM OFFER. Tourism and hospitality management, 3, pp. 381-392. doi:https://doi.org/10.20867/thm.3.2.13
Samir Lleshi, X. S. (2016). Application of Quality Management System in Tourism Sector in Kosovo. European Journal of Economics and Business Studies, 4(1). doi:http://dx.doi.org/10.26417/ejes.v4i1.p73-78
Seyanont, A. (2012). Passengers' perspective toward airport service quality at Suvarnabhumi International Airport. Journal of Society.
Thitinan Pholsook, W. W. (2023). A Three-Stage Hybrid SEM-BN-ANN Approach for Analyzing Airport Service Quality. Sustainability, 15(11). doi:https://doi.org/10.3390/su15118885
Thitinan Pholsook, W. W. (2023). A Three-Stage Hybrid SEM-BN-ANN Approach for Analyzing Airport Service Quality. Sustainability, 15(11). doi:https://doi.org/10.3390/su15118885
W, G. E. (2006). PERCEPTION OF SERVICE QUALITY: A CASE OF JOMO KENYATTA INTERNATIONAL AIRPORT. Business Administration and planning. Retrieved from http://erepository.uonbi.ac.ke:8080/xmlui/handle/123456789/21448
Wang Liao, X. C. (2022). Investigating differential effects of airport service quality on behavioral intention in the multi-airport regions. Research in Transportation Business & Management, 45. doi:https://doi.org/10.1016/j.rtbm.2022.100877
Wang Liao, X. C. (2022). Investigating differential effects of airport service quality on behavioral intention in the multi-airport regions. Research in Transportation Business & Management, 45. doi:https://doi.org/10.1016/j.rtbm.2022.100877
Wen-Hsien Tsai, H.-C. K. (2011). A hybrid approach for multi-criteria evaluation of airport service quality. International Journal of Services and Standards, 7(1), 78-94. doi:https://doi.org/10.1504/IJSS.2011.040643
Authors
Shahparan, M., Salnikova, E., & Klykov , A. (2023). THE THE ROLE OF AIRPORT SERVICE QUALITY: PERSPECTIVE FROM DEVELOPMENT OF THE TOURISM SECTOR. International Journal of Sustainable Competitiveness on Tourism, 3(02), 63–71. https://doi.org/10.34013/ijscot.v3i02.1505
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